Reporting to the VP, Hospitality Operations, with indirect reporting to the Casino General Managers, the Director, Hotel Operations will promote and maintain the highest caliber of service to all internal and external guests of the Great Blue Heron (GBH) and Pickering hotel facilities. The Director, Hotel Operations is responsible for the strategic planning, administration, and day to day operation of Great Canadian's GBH and Pickering hotels. The Director, Hotel Operations will ensure adherence to the Company's policies and procedures, motivate and lead by example and support Great Canadian's learning environment while establishing a safe and welcoming work environment for all Team Members. This role must ensure adherence to all rules and regulations set forth by the Company, the department and, provincial and federal legislation, including the Alcohol and Gaming Commission of Ontario (AGCO). Additionally, the position must ensure the policy of confidentiality within the Company and data protection is always of paramount importance. Key Accountabilities:
•Oversee the daily supervision of hotel operations; •Responsible for the safeguard of all Hotel assets; •Ensure that all in-house transactions are completed efficiently and accurately; •Development of daily, weekly, monthly, annual KPIs and plans to achieve targets; •Act as the Subject Matter Expert (SME) for the Hotel's operating system Opera and ensure its performance meets expectations; •Ensure effective revenue management is in place in order to maximize occupancy and average room rate; •Work with the Casino General Managers to ensure maximum profitability, efficiency and performance excellence for all properties; •Responsible for the planning, development and implementation of strategic plans for the hotels; •Provide direction and oversight to the Sales & Catering teams, including sales targets and plans where applicable; •Provide direction and oversight to the Reservations team; •Ensure regular contact is established with Casino Marketing; •Works closely with the Housekeeping departments to provide direction and to ensure exceptional cleanliness of the hotel and guest rooms; •Implement training and evaluation of Hotel Operations teams, and ensure that high levels of guest service are always delivered throughout the operation; •Assist with scheduling and provide input on the hiring, training, evaluating, and rewarding of Team Members; •Provides leadership, direction and mentoring to the Hotel Operation's Team Members; including, developing performance objectives, and tracking TM KPIs; •Ensures the collective bargaining agreements are being followed by all supervisory and related Team Members and attends to grievances in a timely manner and as per the applicable articles; •Develop reporting processes to account for the activity within hotels for each shift; •Ensure that Operations follow Hotel Internal Controls and all department policies; •Complete necessary reports and forward to each General Manager, bringing pertinent issues forward in a timely manner; •Work in compliance with the provisions of the Occupational Health & Safety Act (OHSA), regulations and internal health and safety policies and procedures including any departmental policies; •Works closely with the Food and Beverage (F&B) departments to develop options to service guests; ensure all needs of the hotel guests are met as it relates to F&B (breakfast options; room service, etc.); •Ensure all hotel guest concerns are acknowledged and taken care of in a timely manner; •Ensure consistency of guest experience across all properties; •Provide direction and procedures for supervisors associated with various departments of the hotels; •Manages all guest inquiries, inputs and support; and •Other reasonable additional duties as assigned. Education and Qualification Requirements:
•Previous Hotel Operations' experience required (minimum 10 years), along with previous Rooms Division supervisory/management experience (minimum 5 years); •College or University diploma or equivalent work in the field required; •In-depth knowledge and experience with Opera is required; •Superior communication skills including verbal, written, listening and presenting; •To logically and independently plan, organize, and complete work assignments in a timely manner; •Demonstrated passion for providing exceptional guest experiences; •Ability to perceive quality of work, read material and review documents, receive/follow/apply instructions; •Possess high-quality interpersonal skills; •Set and achieve high standards of performance and customer service skills (internal & external); and •Preference given to previous hospitality experience in a gaming environment.
Management and Executive